Lithia & Driveway | ITS Technology Support Specialist
Travel Required: Supports the Northern California region (San Francisco, Sacramento and Fresno)
Compensation: $50,000 -$75,000
The Technology Service Operations group utilizes ITIL methodologies, which is the concept of IT governance, determining best practices and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve the organizations objectives.
This position is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with senior executive personnel, vendors, internal team members, store users/personnel and external resources. The primary focus of this individual will be to support all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets. This individual will also be expected to innovate and apply skills and knowledge to improve work processes and streamline the efficiency of the Department. Customer Services skills, attention to detail and organization skills will be highly valuable at every level of this position.
What You’ll Do:
Provide Tier 2 / advanced technical support for Lithia & Driveway stores companywide
Troubleshoot hardware, software, networking, mobile, and telephony issues
Serve as an escalation point and provide VIP/white-glove support when needed
Manage Major Incidents and ensure timely resolution
Identify opportunities to improve processes and implement automation
Create and maintain documentation for processes, procedures, and troubleshooting
Mentor and train team members while leading by example
Monitor and support your shift, addressing escalations as they arise
Travel as needed for onsite support, including potential international assignments
What You Bring:
8+ years of IT support experience, ideally in a Service Desk / Call Center environment
Strong technical knowledge of Windows, Apple, Networking, Applications, mobile, and telephony systems
Understanding of ITIL Service Management principles; ITIL certification preferred
Excellent problem-solving, critical thinking, and communication skills
Strong attention to detail, adaptability, and ability to prioritize tasks
Team player focused on providing exceptional customer service
Experience in retail automotive or OEM automotive hardware/software a plus
Bachelor’s degree in IT or related field preferred, or equivalent education/certifications
We offer best in class industry benefits:
Competitive pay
Medical, Dental and Vision Plans
Paid Holidays & PTO
Short and Long-Term Disability
Paid Life Insurance
401(k) Retirement Plan
Employee Stock Purchase Plan
Lithia Learning Center
Vehicle Purchase Discounts
Wellness Programs
High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.